QA QC Analyst

Citizens Bank•Johnston, RI

10d•Hybrid

About The Position

The QA/QC Analyst performs quality assurance and control tasks across Consumer Deposits and Loan Servicing production areas. The role requires working accurately in a fast-paced, high-volume, deadline-controlled environment while completing scheduled daily tasks in compliance with bank policies and procedures and meeting prescribed service-level agreements. The Analyst must manage shifting priorities, maintain accuracy and progress on assigned work, complete required regulatory training, and use the bank’s learning resources to develop knowledge of lending, loan servicing, risk, compliance practices, and quality control. The Analyst may evaluate and recommend improvements to the efficiency and effectiveness of quality control efforts and productivity. The role involves regularly reviewing regulatory and operational requirements for accuracy, following processes and procedures consistently, and communicating effectively in writing and orally. With a strong customer-service focus, the Analyst may help resolve routine customer complaints or issues accurately and efficiently. Adherence to a set schedule is required, although extended hours may be necessary depending on workload. Special projects or other duties may also be assigned. The position is scheduled for 40 hours per week, Monday through Friday, generally 8:30 a.m. to 5:00 p.m., with some flexibility and a schedule subject to change. The current arrangement is hybrid: four days in the office and one day remote, subject to change. The listed location is Johnston, Rhode Island.

Requirements

Highly organized and detail-oriented.
Exceptional written and verbal communication skills.
Self-directed with excellent time-management skills.
Three to five years of experience working in an operations environment.
Strong analytical skills.
Ability to work under pressure with efficiency and accuracy.
Ability to plan and prioritize workload.
Ability to provide backup support in all aspects to staff.
Ability to multitask and function efficiently in a high-volume, fast-paced, deadline-oriented environment.
Proficiency in MS Word, Outlook, and Excel.
Positive, customer-focused mindset.
High school diploma or equivalent required.

Nice To Haves

Three years of experience providing exceptional customer service in an operations environment, preferably within a financial institution.
Strong understanding of general banking products, including deposit, home equity, unsecured, student, credit card, and auto products.
Associate degree or bachelor’s degree in a relevant field, or equivalent work experience.

Responsibilities

Perform QA/QC functions to ensure operations teams adhere to Citizens’ policies and procedures and regulatory guidelines.
Escalate violations to management so business-line managers can coach accurately and appropriately.
Build and maintain partnerships with the business.
Help build and maintain the team, including training new team members and providing support where needed.
Proactively identify opportunities for change that add value to business objectives and enhance the customer experience.
React to and/or implement change initiatives as needed.
Complete scheduled daily tasks accurately and in compliance with bank policies and procedures.
Meet prescribed daily service-level agreements while accommodating stakeholders and their priorities.
Assist with resolving routine customer complaints or issues when called upon.
Complete required regulatory training and use bank learning resources to expand relevant knowledge.
Evaluate and recommend improvements to quality-control efficiency, effectiveness, and productivity.